September 2003 Vol. 10, No. 3

	Newsletter Departments From the Editor’s Desk SIG Manager's Column (not available this month) Membership Update (not available this month) Newsletter Information Back Issues STC & Q-SIG Pages STC Home Page STC Events STC Contacts STC Employment Opportunities STC Education Opportunities Q-SIG Online Resources		Metrics: What We Measure and Why Managing a group of technical writers on a large project is like herding cats. And then your boss waltzes into your office and asks you to produce “some metrics” for your part of the project. more... by Deirdre Murr
			Customer Satisfaction As Quality Metric We are in a stronger position to achieve better quality when we hear from our customers directly than when we assume we know what they want. more... By Diane Davis	Musing on Metrics column Joining the Wagon Train You say the project schedule is impossible, but no one listens to your objections? The engineers won't return your phone calls, let alone your drafts? And everyone ignores your milestones? I've heard it all before. more... by Steven Jong
			Member Profiles Column This column offers individual profiles of Quality SIG members. more... by Marla Davis	A Writing Process for Producing Quality Documents Quality is not a step we tack on to the end of the process, but an integral part of each step of the process. more... by David Bringhurst
			The Quality SIG’s Mission The mission of the Quality SIG is to help members learn more about quality processes and quality assessment to improve their technical communication, and to share knowledge of these improved processes with other technical communicators worldwide.
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